In order to improve routing of Business Analytics software for our System z clients, our systems have been augmented to include new Product IDs. These new IDs will ensure your Service Requests are routed directly to the best suited, available Customer Support Analyst.

When logging a z related Service Request, please be sure to choose the Product ID that accurately reflects the product or area of the product that you require assistance with.

List of new Product IDs:

Name

COMPID

SPSS Modeler on Linux for System z

BA0009SLS

Cognos TM1 on Linux for System z

BA0008SLS

Cognos BI on Linux for System z

BA0007SLS

How it works

The new Product IDs have been assigned to Analysts that not only possess an understanding of the product you selected, but also an understanding of the product on System z.

Now, when you log a new Service Request using one of the new z Product IDs, Service Request routing rules will ensure the SR is assigned to one of our designated z team members. This is especially important to ensure that the SR gets immediately assigned to the right team and Analyst. Once the SR has been assigned, the Analyst will review the description and contact you using the ‘Preferred Contact’ method you’ve selected. They will then work with you to progress the SR. During the initial review of the SR, the Analyst may:

Request additional information

Request log files

Request configuration files

Send a Tech Note or documentation

Request an AOS session to review the issue

Next steps and commitment dates should be determined and agreed upon regarding who the next action owner is and the next action date.

Please note that it’s important to take the extra time necessary to ensure the SR is logged using the correct Product ID. This will always ensure that your SR will be routed to the correct Analyst when logged.

When the wrong Product ID selection is made, service affecting delays may occur as the SR is rerouted to another Analyst.

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